Sunglass Hut — Attraction in Indianapolis

I am extremely unhappy with my experience with Sunglass Hut/Luxottica. On Saturday, July 9th, one of my best friends bought me a $100 Sunglass gift card as a recent birthday gift. The next day, I attempted to purchase Prada sunglasses to no avail. I was receiving numerous errors during the payment process, including trying Afterpay. I entered the gift card number and pin, and for whatever reason and unbeknownst to me, it took the $100 gift card payment but not the rest of the amount using my other card. After trying numerous times online, I gave up and decided to go to the Sunglass store the following week.

When I visited one of the two Sunglass Hut stores in the Keystone Fashion Mall, I explained the situation to the Store Associate. When he attempted to purchase the Prada sunglasses, he told me my gift card balance was $0. I was shocked and frustrated because how could that be possible if I couldn't complete my online purchase on Sunday? It didn't take me to my portion where I could enter the rest of my payment, yet it took the $100 gift card--help me make sense of this issue. The Store Associate confirmed, with the assistance of calling Sunglass Hut Customer Service, that my gift card was not tied to any transactions, proving my point about the online issue. This entire process took quite some time, to the point where it was running close to another event I had in the evening, so I had to leave. He told me that customer service should contact me via email to continue to resolve the issue.

On the 13th, I received an email from Anita S, part of the Customer Resolution Team. She told me that she's requested to refund the $100 gift card and that it should take a couple of days. On the 15th, I received another email from Anita stating that the $100 was returned to my gift card. I checked the balance and confirmed the amount. I attempted to purchase the Prada sunglasses the same night to no avail--I was again experiencing online issues similar to my first attempt. However, I was now experiencing problems with one of the coupons I received from a Customer Service team member due to this inconvenience. I stopped my online purchase and decided to come to the store to try to fix the problem.

Then on Saturday the 16th, I visited the second Sunglass Hut store at the Keystone Fashion Mall and spoke to Liz. I explained to her the entire situation and told her I refused to purchase anything online at Sunglass because of my constant problems with the website. When Liz attempted to make the Prada purchase, she told me my account was locked. I was baffled as we checked and confirmed that I had $100 on the gift card. Liz worked with me for nearly 1hr, experiencing numerous phone transfers, disconnections, and miscommunication/understanding until she finally spoke to the right Customer Service Associate. She wrote down as much information as possible and told me that Anita S. or someone from the Customer Resolution Team should contact me to resolve the issue.

Words cannot convey how upset I was with this company and how ridiculous this experience has been. I was simply trying to use my gift card to purchase new sunglasses but had to deal with all this nonsense. Eventually, on the 20th, my situation was resolved, and I was successfully able to make the purchase. Unfortunately, despite experiencing all this, Sunglass Hut didn't provide additional compensation,...

I’ve always been iffy about Sunglass Hut locations however I found a pair that I loved actually at a different location. I went into this store to return the glasses because they weren’t as comfortable as I wanted them to be. I had literally worn them for a day. I was welcomed into the store and I explained that I wanted to return them and even potentially exchange them for a different pair. The woman in the store looked at my glasses for about two second then said “these can’t be returned” when I asked why she pointed out a nearly invisible mark on the lenses. She said they couldn’t be resold, I tried to convince her by saying I could pull any pair of sunglasses off the shelf and point out a flaw on them. She was extremely unhelpful and the the process is way too subjective. I left the store upset, had an even worse phone call with customer support, then went to another Sunglass Hut store in Castleton. They were great and helped me exchange my sunglasses for a new pair because nothing was wrong with the ones I returned. If you’re even going to bother with Sunglasses Hut, especially avoid this location, the employee I dealt with...

If you want to go somewhere, be treated extremely rude, not have their 90 day exchange policy honored, be lied to( confirmed by both their customer service number and another SGH store) so that they can make their “quota” by giving you the run around, as the CS agent told me, spoken down to after being a loyal customer for years, and collecting a large number of high end glasses.

The management team, Brittany in particular, is an absolutely horrible employee and how she made manager of multiple stores is beyond me. She’s aloof to the products, rude, and has an amazing RBF to make you feel like she is doing you the favor by helping you. She has no business being in retail sales. The old store manager Lauren was amazing and they should hire her back. Lauren would bend over backwards to make sure you were a satisfied customer.

Go there to try the glasses on, and then purchase elsewhere online for much less expensive.

5 pairs of $300-$400 sunglasses purchased since November to be treated like that. No thank you. I’ll buy from Amazon, or directly from Persol from now on.

Sunglass hut, you have lost my...